How ‘waiting in line’ can boost an experience

As Alex Stone recently pointed out in an Op-Ed piece in the Times “Why Waiting in Line is Torture“, waiting in line can ruin a customer’s experience before it even begins.

And understanding the customer and the psychology of line-waiting can make all the difference to creating great lines. At C.Note, we spent months observing over 100 types of lines and interviewing more than 50 people waiting in line to get an idea on how the experience of waiting in line can get better.

The ExScan: The Stedelijjk Museum

On its way to A+
During the opening week, the museum received unflattering press. In short, critics mostly gave it a C-.

Perhaps not the best of starts, if it weren't for the fact that the museum is selling like hotcakes, and everyone's going.
So we interviewed 40 visitors about their experience and in terms of function, over 85% of those interviewed gave it an A or a B....